FREQUENTLY ASKED QUESTIONS

General

• What do you do with my personal details?

  We take the gathering of your personal information seriously. We store your personal details on our secure server in Christchurch, and are committed to protecting your privacy. You can find out more on our Privacy Policy page.

• Are my credit card details secure?

  Yes. Our website uses the Braintree payment system to process your payment in real time. This is PCI-DSS compliant. Macpac does not see or store your credit card information.
  You can find out more on our Privacy Policy page.

• Do you offer discounts for large orders?

  We always offer the best possible prices for our Macpac club members. However, if you are purchasing a commercial quantity of any product please contact our Commercial sales team to discuss pricing and availability.

• What is the Macpac Club?

  The Macpac Club is our loyalty programme. Members have access to exclusive benefits, including a 20% discount off all full-priced Macpac purchases, a 10% discount off all full-priced footwear purchases and additional member-only discounts during major promotions. The club is free to join in-store or online. You can find out more on our Macpac Club page.

• Do you offer a lay-by service?

  Currently we offer Afterpay as a lay-by service. With Afterpay you can shop online or in-store, receive your items instantly, and stagger payments over time in four equal fortnightly payments. Want to know more about how it works? All the answers are on our Afterpay page.

Product

• My Macpac product needs to be repaired, what do I do?

  Our philosophy has always been to design well and design to last. Where possible, we’ll try to keep an item in use for longer and out of landfill. If your favourite Macpac item has been damaged during one of your adventures, our Repairs team is happy to look at it, and if possible, fix it for a reasonable fee. Check out our repairs and warranty page for more detailed information.

• Where is your down sourced from?

  We’re proud that 100% of our down products meet the Responsible Down Standard (RDS) — an independent, voluntary, global standard in the ethical sourcing of down and feathers. RDS ensures our down comes from humanely treated ducks and geese and helps to provide traceability in our supply chain. Our suppliers source down from all over the world to achieve the desired fill power. Every batch of down is tested by the IDFL (International Down and Feather Testing Laboratory) and comes with a detailed report about its quality. For more information, visit our sustainability page.

• How do I wash my down jacket?

  All gear needs a little love from time to time, to keep it adventure-ready. Find out the best way to wash your down jacket on our Product Care page.

Online Orders

• When will my order arrive?

  All orders are processed Monday – Friday and we aim to have your goods dispatched within 2-3 business days. Standard Australian orders travel with Australia Post and in some cases DHL Express when processed from our New Zealand warehouse. We recommend checking your tracking number soon after you receive it, so you can keep a close eye on your parcel(s). All shipping information can be found on our shipping page.

• Can I change an item in my order while it's being processed?

  We try to process your order as quickly as possible, which means we won't be able to make any changes once your order has been placed. However, you may be able to cancel your order and place a new one instead. If it’s too late to cancel the order, you can return any unwanted items and receive a refund. Please check our Returns & Exchanges process for more on how to do this.

• Can I exchange or return a product?

  If you're not completely satisfied with your new Macpac purchase, you are welcome to exchange it for a full refund, store credit or an alternative product. The returned product must be unused, in its original packaging with all tags still intact, and returned within 60 days of purchase along with the original receipt. Products can be returned to any Macpac store, including our web store. This policy excludes underwear, food and gift vouchers. For more information on how to send your goods back to us, check out our returns page.

• What if the product I ordered is out of stock?

  If the product you ordered is out of stock, we will contact you immediately to offer an alternative. If nothing else is suitable, we'll offer a full refund of the purchase price.

• Will I have to pay customs and import charges on my international order?

  Custom fees and taxes on international orders may be charged by the destination country. These charges must be paid for by the person receiving the parcel. As these are beyond our control, please check with your local customs department prior to ordering should you have any concerns. If delivery is refused, all costs incurred for the return of goods will be charged to the customer.

• Can I use my gift card for purchases online?

  Yes, you can use both physical Macpac gift cards and e-vouchers for purchases online.
  
  If you have a physical Macpac gift card, simply select what you would like to purchase from the online store, and select the gift voucher payment option. Type out the number on the back of the gift voucher and the private PIN, and the payment will be processed from your gift card. If you have an e-voucher the same process applies; simply fill in the gift voucher and pin in the provided spaces. If you don't have enough for an entire order, you can split payment on to your credit card.
  
  Alternatively, please pop into your nearest Macpac store or check out our gift voucher page.